Returns Policy

We hope that you are delighted with your purchase, however we realise that occasionally items may need to be returned.

Standard Returns policy

Should customers wish to return anything bought from us, we will be happy to refund or exchange a product provided it is as new and in fully resaleable condition. Returns should be made within a reasonable time (usually 30 days) and goods must be in the original packaging, undamaged.

Costs of return postage will be at your expense unless the goods are faulty. The customer is advised to get a certificate of posting & postal insurance as we cannot refund any item that is not returned to us.

Refunds can only be made to the original card of purchase.

Exclusions – We are unable to offer refunds or exchanges on certain items, such special order products or items that are made to your specification, such as Hot Tub covers, unless there is a manufacturing defect or the goods are not as ordered.

If we find that a product has NOT been returned to us in a new and fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

 

14 Day Cancellation Policy

In addition to our standard Returns Policy, under the Distance Selling Regulations, you have fourteen (14) working days (beginning the day after receipt) to cancel your purchase. You must cancel your order in writing.
In this case, we will provide you with a full refund.

If an order has already been dispatched by us then you will be expected to return items to us at your own expense.  Goods must be returned in a new, re-saleable condition with all of the original packaging.

Exclusions
– We are unable to offer refunds or exchanges on certain items, such as special order products or items that are made to your specification, such as Hot Tub covers unless there is a manufacturing defect or the goods are not as ordered.

Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. We will refund the standard delivery charge made on orders if they are returned to us within 7 days of receipt. If an order is returned to us after 7 days from receipt then we will refund the delivery charge only if the goods are damaged, faulty or incorrect.

 

Faulty, Warranty Claims or Damaged Goods

If an item is genuinely faulty, or wrongly described or damaged, customers have the right to a refund, replacement or repair, as long as the complaint is made "within a reasonable time". We will normally require defective goods to be returned to us so that we can inspect goods or if necessary send them back to the manufacturer under warranty.

If you think a product might be faulty it is in your best interest to check first that items have been installed correctly and that the product is used in the way that it is intended. Warranty claims will be declined if the product has been misused, neglected or incorrectly installed.

If you discover a fault with an item please contact our customer services team so we can discuss the best course of action to resolve the issue. Where an item is shown to be genuinely faulty then Isell Ltd will usually pay for the cost of the collection or return postage from the customer.

Once a faulty warranty claim item has been returned to us we will examine the product and, if applicable, set it up on test.

  • If the product is working correctly we will return it to you.
  • If the product is faulty we will send out a replacement product, or provide you a credit for the purchase cost of the product.
  • If the product has been damaged due to incorrect installation, misuse or neglect then this will result in the withdrawl of the warranty.

If you require a replacement product before returning the faulty one, you will need to buy it through the on-line shop. Replacement products are not sent out until we have received the product (in good condition) and verified the fault exists.

 

Damage in transit:

When goods are damaged in transit the customer must report this to us within 24 hours or we cannot claim against the courier for the loss.Please do not install your product if it’s damaged, as once it’s installed you have agreed to it being in good condition.

 

How to return items

As a guide, all items (Unless damaged or faulty) must be returned in as new, re-saleable condition and in the original undamaged packaging.
It is advisable to call us or email us before returning goods so that we can issue you with a returns number.
This will help us to process your return more efficiently.
Please call our main office on 01326 371482 or email office@isell-ltd.co.uk
Please then complete the details on our returns form which may be downloaded here and ensure that you wrap your package items adequately for transit.
If you do not have a returns form then please enclose a note in the package with your name, address, contact phone number and the returns number supplied by us.

Return goods in the original undamaged packaging.

 

Our returns address

Pure-Spa Returns
Isell Ltd
5 Penrose House
Treleigh Ind Est
Redruth
Cornwall
TR16 4DE

We advise that you obtain a certificate of posting & postal insurance, as we can only refund you for items that are returned in a good resalable condition.
If you have any questions you may call our customer services team on 01326 371482 or drop us email us with your query at: office@isell-ltd.co.uk